| Summary: | 碩士 === 長庚大學 === 管理學院碩士學位學程在職專班醫務管理組 === 99 === In healthcare industries, medical staffs have high frequency of direct contact with patients to provide their services. Therefore, patient satisfaction is not only one of the most important indicators about medical care quality, but also the essential component for staff appraisals and management development. Nurses are the largest human capitals in the any hospitals. They play critical roles for service quality and cost control. They have higher frequency of direct contact with patients than other medical professionals. Consequently, nursing performance of service will affect patient satisfaction. The purpose of this study is to investigate the relationships among the characteristics of nursing teams, patient care quality indicators, and patient satisfaction.
A convenience sampling method was employed to select nursing teams in a medical center of Taiwan. The data included human resource management files, nursing service quality indicators, and patient satisfaction survey. Data for a total of 60 nursing teams were collected. The variables included 10 variables about team characteristics such as team size and mean education levels, as well as 9 for quality service indicators such as drug delivery techniques, infection rates. The regression analyses were conducted to examine how the 19 independent variables predict patient satisfaction as the dependent variable.
The results suggested that patient satisfaction has significantly negative relationship with turnover rate (β = -0.424, p <0.01) and exceptional events (β = -0.265, p <0.05), but positive relationship with experience diversity (β = 0.252, p <0.05). The implication of the results for nursing management suggests that nursing managers may focus upon these team characteristics and quality indicators to improve patient satisfaction.
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